Term archive for "Social Media & Customer Service"

If You Want to Win the Race, Don’t Shoot Yourself In the Foot

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The holiday shopping season has started. Walmart has come out swinging: they’ve already opened their seasonal layaways, and their 25 Top Toys predictions have garnered a lot of attention. Amazon, not to be outdone, has answered with their Top 100. Retailers who want to compete need to bring their A game. That means making sure… Continue Reading »

On Social Media, Nobody Can Hear You Joking

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Out in Colorado, a clerk at a liquor store war-whooped at a Native American customer. When she complained, she was told she should have a different last name. In Massachusetts, a female employee at a comic book store was fired after sharing her concerns that other staffers referred to a storage area as a “rape… Continue Reading »

To Be Able To Lead, You Have To Be Able To Listen

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There are business owners who are very, very hesitant to embrace social media. They understand how important social media is in today’s business environment – after all, as research firm Chadwick, Martin, Bailey points out, “…an impressive 51% of Facebook fans and 67% of Twitter followers are more likely to buy the brands they follow… Continue Reading »

At Your Service: Using Social Media for Customer Service

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The rationale many businesses give for resisting the social media movement is that word of mouth and other traditional forms of marketing have been working for them. The excuse we hear is “we do not need social media to drum up new business.” However, many companies are missing a critical point: social media is not… Continue Reading »